酒店英语 前台英语
一．概述
在酒店里所使用的英语会话，基本上是属于商业英语，与日常生活会话中所使用的英语略有不同，较注重礼节。正式英语通常会让人误解为极艰深的英语，其实，只要套用一定格式的句子和单词，就可以了。例如：
非正式英语正式英语
What’s your name?May I have your name?
您贵姓？请问您贵姓大名？
Do you want some tea?Could you like some tea?
您要喝茶吗？请问您想喝茶吗？
Over here,please.Could you come this way please?
这边请。请您往这边走好吗？
*不要说OK,Sure,Yeah等等，而要说Certainly,Sir.
*Hey,uh-huh,Hang on等等，也不适合在酒店中使用。
*别说“I don’t know.”回答“不知道”是非常不礼貌的说法。
可以说“just a moment,please.I’ll check that for you.”（请稍候，我来帮您确认），然后请
有能力处理的人前来协助。
*对男性客人，尊称为Sir;面对女性客人时尊称为Ms.
在招呼客人时，最好说“Excuse me,Sir(Ms)”,不要直接称呼Mr.或Ms.至于称呼小孩，可以直接使用Excuse me，但是不可以直接称呼boy或girl.
*正视对方的眼睛，以显示出你的信心和诚意。但必须注意，注视对方的眼睛，并不是无理地盯着对方看。
*在面对语言不通的外籍人士时，一定要多加利用手势和肢体语言。但是使用手势时要特别小心，因为对于不同国家、民族而言，手势的意义也大不相同。
二.基本待客英语
（一）在正式的英语表现里，疑问基本句型可分为下列四种：
1.May I~
2.Could you~
3.Would you~
4.Shall I~?
只要理解这四种基本的句型，就可以处理大部分业务上的状况。1．自己要做什么事时，就使用May I~
May I have your name,please?
请问尊姓大名
May I have your check-out time,please?
请问您什么时候结帐离开？
May I see your passport,please?
请让我看一下您的护照好吗？
May I know your nationality,please?
请问您的国籍是什么？
2．麻烦客人时，可使用Could you~
Could you fill out the form,please?
请您填写这张表格好吗？
Could you write that down,please?
请您写下来好吗？
Could you draft the fax,please?
请您写下传真的草稿好吗？
Could you hold the line,please?
请不要挂电话好吗？
3．询问客人的喜好或是做什么时，可使用Would you~
Would you like tea or coffee?
请问您要喝茶还是咖啡？
Would you like to take a taxi?
请问您要搭计程车吗？
Would you mind sitting here?
请问您介意坐在这里吗？
**只要在疑问词后加“Would you~”，就可以提出大部分的询问。
When would you like to visit Kunshan?
请问您想要何时参观昆山？
When would you like to have lunch?
请问您想在哪里用餐？
What time would you like to eat?
请问您想何时用餐？
Who would you like to contact?
请问您想和谁联络？
Which kind of room would you prefer?
请问您喜欢哪一种房间？
How would you like to settle your bill?
请问您的账单如何处理？
How long would you like to stay?
请问您要逗留多久？
How many tickets would you like to buy?
请问您要买几张票？
4．在提供建议协助、征求意见时，可使用Shall I~或Would you like me to do~?
Shall I draw the curtains?
请问需要我把窗帘拉上吗？
Shall I draw you a map?
请问要我为您画一张地图吗？
Shall I make the reservation for you?
请问要我为您安排预约吗？
（二）招呼语
Good morning.(用于中午以前)
Good afternoon.(用于中午至下午六点以前)
Good evening.(用于下午六点过后)
在这些招呼语的后面接句子，例如：
Good morning,sir.Are you checking-out?
早上好，先生，请问您要退房吗？
Good afternoon,sir.Welcome to LI JIA Hotel.
中午好，先生，欢迎光临丽嘉酒店
Good evening,Ms.May I help you?
晚上好，小姐，请问我能为您服务吗？
后面也可以接上自己酒店名称、部门名称，如：
Good morning,sir.This is the Front Desk.May I help you?早上好，先生。这里是服务台，请问您需要服务吗？
（三）回答
1.一般性的回答
I see,sir.
我明白了，先生。
Certainly,sir.
好的，先生。
2.请对方再等一会儿
Just a moment,please.
请稍等。
Thank you for waiting.
您久等了，先生。
I am very sorry to have kept you waiting.
很抱歉让您久等了。
Could you wait a little longer,please?
请您稍候好吗？
3.要麻烦客人或是拒绝客人的要求时
拒绝客人时，不要一口回绝说“No.”，要委婉一些。
I am afraid I can’t do that.
不好意思，我恐怕没办法那样做。
Excuse me,sir.Please let me pass.
不好意思，先生，麻烦让我过一下。
4.道歉
如果是自己的错就说“I am sorry.”;如果是公司的错，就说：“We are sorry.”。
I am very sorry for the delay.
很抱歉延误了时间
I am very sorry for the inconvenience.
很抱歉造成您的不便。
I would like to apologize for the mistake.为这个错误我深致歉意。
5.客人对自己说“Thank you.”时回答
You are welcome.
不客气。
Thank you,sir.
谢谢您，先生。
Thank you very much.
非常感谢您。
6.交给客人某些东西时，可以说
Here you are.
您要的东西在这里。
Here is your room key.
这是您的房间钥匙。
Here it is.
这是您的东西。
7．当客人准备离开时，可以说：Have a nice day.
祝您有美好的一天。
Please enjoy your stay
祝您住宿愉快。
We hope to see you again soon.希望不久能再次见到您。
Thank you for staying with us.谢谢光临。
8．当客人的英语难以理解时
面对客人的疑问，不要只是一味地傻笑，或是一直说Yes,Yes.如果听不懂事，要向客人提出疑问，或是先向对方说“Just a moment,please.”,然后请求他人协助。
Pardon?
对不起？
Pardon me?
对不起？
I beg your pardon?
对不起请再说一遍好吗？
Could you repeat that,please?
请您重复一遍好吗？
若是不敢肯定对方所说的部分内容时，可以将不明白的部分重复一遍，如：
Excuse me,sir.Do you mean you lost your room key？
不好意思，先生，您是说您丢了房间的钥匙？
电话英语的应对
1．接电话时不可以简单地回答“Hello”,而应报上自己的公司或所属单位的名称。例如：
“Hello,this is Information Desk.”
您好，这里是问询处。
“Information Desk speaking.May I help you?”
问询处，请问您要服务吗?
2.打错电话时
如果是外线打错时，可以回答：
I am afraid you have the wrong number.
不好意思，您打错电话了。
This is the LI JIA Hotel,2234-1156.
这里是丽嘉酒店，电话是2234-1156。
如果是总线转错内线时，可以回答：
This is Room Reservations.I’ll transfer your call to Restaurant Reservations.
这里是客房预约处，我帮您转接到餐厅预约柜台。
I am afraid this is a direct line.We can not transfer your call to the Chinese Restaurant Could you dial2234-1156,please.
不好意思，这是直接电话。我们无法为您转接中式餐厅。请您改拨2234-1156好吗？
3.当负责的工作人员不在时
I am afraid Mr.Lin is out at the moment.He should be back around5p.m.
不好意思，林先生现在外出。他应该会在下午5点左右回来。
I am afraid Mr.Hao is on another line.Could you hold the line,please?
不好意思，郝先生正在讲电话。请您在线上稍侯好吗？
I’ll tell him to call you back when he returns.
他回来时，我会请他回电。
May I have your name and phone number,please?
请告诉我您的大名和电话好吗？
4.当会话结束时
结束电话中的对话时，不可以简单说“bye-bye”,最好说：Thank you for calling.
感谢您的来电。
You are welcome,sir.
先生，不客气。
We look forward to hearing from you.
我们静候您的佳音。
Please contact me if you have any further questions.如果您有任何其他问题，请和我联络。
三．柜台服务
B=行李服务员（Bellman）
C=服务员(Clerk)
H=客房服务员（Housekeeping）
BC=领班（Bell Captain）
G=客人（Guest）
To the Front Desk.
带客人到柜台
B:Good evening,Ms.Welcome to China-trust Hotel.
小姐，晚安。欢迎光临中信酒店。
G:Thank you.
谢谢你。
B:How many pieces of luggage do you have?
请问您有多少件行李？
G:Just this three.
只有这3件。
B:Two suitcases and one bag.Is that right?
2个旅行箱和1个手提皮包，这样对吗？
G:Yes.That’s all.
对，就这些了。
B:I’ll show you to the Front Desk.This way,please.I’ll put your bags by the post over there.
我来带您到柜台，这边请。我先将您的行李放在柱子旁边。
G:I see,thanks.
我知道了，谢谢。
B:A bellman will show you to your room when you have finished checking-in.
当您办好住宿登记时，行李服务员会带您到房间。
G:OK.Fine.
好极了。
B:Please enjoy your stay.
祝您住宿愉快。
Taking a guest to the room
Part one:general expressions
1)Good morning(afternoon,evening),sir(madam).早上好（下午、晚上好），好，先生（夫人）
2)How do you do?(--how do you do?)您好！
3)Hello(or hi)!您好！
4)How is everything(with you)?
（您的）一切都好吗？
5)How are you getting on(or along)these days?这几天过得怎么样？
6)How are you?(-Fine,thank you.and you?)您的身体好吗？
7)Glad(nice)to see you.
见到您很高兴。
8)Welcome to our hotel.
欢迎到我们的酒店来！
9)It’s nice to meet you again,Mr.Johnson.再次见到您太好了，约翰逊先生。
10)Good–bye.(or bye-bye)再见！
11)Good night.晚安（晚间告别用）
12)Have a good rest.祝您休息好！
13)See you later(tomorrow).
以后（明天）见！
14)Hope to see you again soon.
希望不久再见到您！
15)Have a good time.
祝您过得愉快！
16)We wish you a pleasant stay in our hotel.愿您在我们饭店过得愉快！
17)Please don’t leave anything behind.请不要遗忘你的东西。
18)Mind(or watch)your step!
请走好！
19)We wish you a pleasant journey.
祝您旅途愉快！
20)Have a nice trip!一路平安！
21)All the best!万事如意。
22)Take care!多保重！
23)Good luck!祝您好运！
24)Thank you(very much)
谢谢您（非常感谢）。
25)Thanks a lot.多谢。
26)Thank you for coming.
谢谢您的光临。
27)Thank you for staying in our hotel.
感谢您在我们饭店下榻。
28)I’m very grateful to you.
非常感谢您。
29)It’s very kind of you.
谢谢，您真客气。
30)You are(most)welcome.
不用谢，不用客气。
31)Not at all.不用谢。
32)Don’t mention it.不用谢。
33)My pleasure.(or with pleasure)
很高兴能为您服务。
34)Glad to be of service.
很高兴为您服务。
35)At your service.乐意为您效劳。
36)I’m sorry.很抱歉。
37)Excuse me.对不起。
38)I’m terribly sorry.It’s my fault.
非常抱歉，那是我的过错。
39)I’m awfully sorry for my carelessness.对于我的粗心大意我非常抱歉。
40)Sorry to have kept you waiting.
对不起，让您久等了。
41)Sorry to interrupt you.
对不起，打扰了。
42)That’s all right.这没什么。
43)It doesn’t matter.没关系。
44)Never mind.不要紧，没关系。
45)Let’s forget it.算了吧！
46)What can I do for you?
我能为您干点什么？
47)Can I help you?
48)我能为您干点什么？
49)Is there anything I can do for you?
有什么能为您效劳的吗？
50)Just a moment,please.
请稍等一下。
51)Don’t worry about it别担心。
52)I beg your pardon?(or Pardon?)
对不起，请再说一遍好吗？
53)You are wanted on the phone,Mr.Bellow.贝罗先生，有您的电话。
54)Who is speaking,please?
请问您是谁？（电话用语）
55)I’ll switch you to Room1120.
我马上给您接301房间。
56)What number are you calling?
请问对方什么电话号码。
57)Who would you like to talk to?
请问受话人姓名？
58)Could you hold the line,please?
请（拿着话筒）稍等一会好吗？
59)Here are come letters for you.
这是您的信。
60)What a shame!多可惜！
61)I’m sorry to hear that!
听到这事我很难过。
62)We are all sorry to hear of your illness.听说您病了都很担心。
63)There,there,Now try not to get too upset about it.
好啦，不要为这事太烦恼了。
64)I wish you good health.祝您健康。
65)Let me wish you every success.
祝您一切顺利！
66)Happy New Year!新年快乐！
67)Merry Christmas!圣诞节快乐！
68)Happy birthday to you!
祝您生日快乐！
69)Congratulations!祝贺您！（恭喜）
70)My hearty congratulations!
衷心祝贺您！
71)As you wish(or like)
随您的便。
72)Certainly.当然可以。
73)Of course.当然可以。
74)Go ahead and do what you like.
干吧，你喜欢干什么就干什么。
75)I’m sorry,that’s not allowed.
对不起，这是不允许的。
76)No,I’m afraid not.不，恐怕不行。
77)Out of the question,I’m afraid.
恐怕不可能。
78)Walk straight ahead.一直往前走。
79)Turn left(right).往左（右）转。
80)Go upstairs(downstairs).
上（下）楼。
81)Take the lift to the third floor.
乘电梯到三楼。
82)The lifts are in the lobby near the main entrance.
电梯间在大厅靠大门外。
83)The bellman will show you the way to the banquet hall.
大堂服务员将领您去宴会厅。
84)There is a washroom at the end of the corridor.洗手间在走廊尽头。
85)The post and cable service is opposite the bar.
邮电所在酒吧对面。
86)The bank is next to the shop.
银行在小卖部隔壁。
87)You can get your money changed at the cashier’s desk.
你可以收银外兑换钱。
88)How much would you like to change?你要兑换多少呢？
89)The rates of exchange are on the board there.
兑换率写在那这的黑板上。
90)There are some local products on sale here.这里出售一些地方产品。
91)It’s sold by weight(yard,meter…)
这个按重量（码，米……）计价出售。
92)Sorry,it’s sold out.
对不起，卖完了。
93)How do you like this?
您看这个怎么样？
94)What about that one?
你看那个好吗？
95)Here is your change.
这是找您的钱。
96)Here is your receipt.
这是你的收据。
97)Air mail or ordinary mail?
是航空信还是平信？
98)An air mail letter for abroad is$1.60.寄往国外的航空信需1.60元。
99)The travel agency in the hotel takes all kinds of booking.
饭店的旅行社代办各种预订票。
100)Please don’t smoke here.
请不要在这里抽烟。
Part two:reception&housekeeping service第二部分：总台及客房服务。101)What kind of room would you like(or prefer)?您希望要什么样的房间？102)Do you want a single room or a double room?
你想要单人房还是双人房？
103)Would you like a room with bath or shower?
您想要浴缸的还是淋浴的房间？
104)How long do you plan to stay here?你打算住多久？
105)For how many nights
你要住几个晚上？
106)How many people are there in your party?你们一起有几个人？
107)I can book you a single room with shower for the26th.
我可以为您在26日订一个带淋浴的单人间。
108)What time will you be arriving?
您将何时到达？
109)Unfortunately,we are fully booked for the21st
遗憾的是21日的客房全部订满。
110)We won’t be able to guarantee you a room for May6th.
我们不能保证5月6日给您一个房间。
111)For a single room the price would be35dollars
单人房的价格是35美元。
112)There is a small charge of25cents a day extra.
每天要收25美分附加费。
113)There’s a reduction for children.
儿童可以减价。
114)Could you fill in this form,please?
请填写这份表格。
115)Could you sign your name,please?
请签上您的姓名。
116)Give me your passport,please,We need it for registration.
请把护照给我，我们登记时需要。
117)Have you got any identification?
你有身份证吗？
118)May I see your passport,please?
请把护照给我。
119)Would you please complete this registration form?
请您填写这张登记表好吗？
120)What’s your occupation,please?
请问您的职业？
121)What’s your nationality,please?
请问您的国籍？
122)What’s your address in your native country,please?
请问您在本国的住址？
123)Your room number is246on the second floor.
您的房间号码是二楼的246室。
124)Number246is an air-conditioned room with a private bath. 246号是带空调和独用浴室的房间。
125)Here’s your key card.
这是您的匙牌。
126)Here’s your key to Room246.
这是您246号房间的钥匙。
127)I’ll get the porter to take your luggage up.
我会叫行李员把您的行李搬上去。
128)The porter here will take your luggage and show you the way.这里的行李员会为您提行李，并为您领路。
129)We’ll extend the reservation for you.我们可以为您延长预订。130)We’ll make the change for you.
我们可以给您换个房间。
131)You may keep the room till3p.m,if you wish.如果您愿意，可以将房间保留到下午三点。132)How much longer would like to stay?您想再住多久？
133)If you want to keep your room this afternoon,we’ll have to charge you50%of the price.
如果您需要再住一个下午，我们要向您收50%房费。
134)I’m afraid you’ll have to vacate your room by11.恐怕要请您在十一点以前搬出房间了。135)Are you checking out today,Mr.Smith?史密斯先生，您今天可以结帐吗？
136)Would you like to vacate your room now?您今天要退房吗？
137)Your bill totals$665.
您的帐单合计655美元。
138)That makes a total of$665.
总计是655美元。
139)That comes to$665altogether.
共计655美元。
140)Here is your bill.Would you please check it?
这是您的帐单，请您过目。
141)That charge is for drinks taken from the mini-bar.那笔钱是您从房间冰箱里取用饮料的费用。142)Your overseas telephone call is included in the bill.您的国际长途电话费用包括在这个帐
单里。
143)The service charge is included in this bill.这个帐单包括报务费。
144)How would you like to settle your bill(or account)?您准备怎样付帐？
145)In what form will payment be made?您准备以何种方式付帐。
146)Are you going to pay in cash or by credit card?
您准备用现金还是信用卡付款？
147)We accept the following credit cards,….我们接受下列信用卡……
148)I’m sorry,we don’t accept personal cheques.对不起，我们不收个人支票。
149)All lf the rooms have phones.
所有房间都有电话。
150)If there’s anything you need,just ring reception.
如果您需要什么，就打电话给服务台。
151)If there’s anything for the laundry,just leave it in the laundry bag in your room.
如果您有衣物要送洗衣房，只要把它放在您的房里的洗衣袋里就行了。
152)Washing handed in by9:30a.m.,will be returned to you before5:30p.m.on the same day 早上9：30以前送去洗的衣服，当天下午5：30以前能送回来。
153)If you wish to have breakfast in your room,ask for room service on the phone.如果您希
望在房间里用早餐请通过电话要客房服务。
154)Room service is available from6a.m..从早晨六点开始提供客房服务。
89)The rates of exchange are on the board there.
兑换率写在那这的黑板上。
90)There are some local products on sale here.这里出售一些地方产品。
91)It’s sold by weight(yard,meter…)
这个按重量（码，米……）计价出售。
92)Sorry,it’s sold out.
对不起，卖完了。
93)How do you like this?
您看这个怎么样？
94)What about that one?
你看那个好吗？
95)Here is your change.
这是找您的钱。
96)Here is your receipt.
这是你的收据。
97)Air mail or ordinary mail?
是航空信还是平信？
98)An air mail letter for abroad is$1.60.寄往国外的航空信需1.60元。
99)The travel agency in the hotel takes all kinds of booking.
饭店的旅行社代办各种预订票。
100)Please don’t smoke here.
请不要在这里抽烟。
Part two:reception&housekeeping service第二部分：总台及客房服务。101)What kind of room would you like(or prefer)?您希望要什么样的房间？102)Do you want a single room or a double room?
你想要单人房还是双人房？
103)Would you like a room with bath or shower?
您想要浴缸的还是淋浴的房间？
104)How long do you plan to stay here?你打算住多久？
105)For how many nights
你要住几个晚上？
106)How many people are there in your party?你们一起有几个人？
107)I can book you a single room with shower for the26th.
我可以为您在26日订一个带淋浴的单人间。
108)What time will you be arriving?
您将何时到达？
109)Unfortunately,we are fully booked for the21st
遗憾的是21日的客房全部订满。
酒店前厅常用英语
酒店前厅部常用英语Hotel English 100 sentences Greetings (打招呼) 1、Good morning ,sir(madam) 早上好,先生(小姐) 2、Good afternoon ,ladies and gentlemen 下午好,女士们,先生们. 3、Good evening ,miss Price 晚上好,普莱丝小姐. 4、How are you today ,Mr Brown ? 你今天好吗?布朗先生. 5、I’m quite well ,thank you. 我很好,谢谢你. 6、Hs good to see you again ,sir(madam) 再次见到你真高兴,先生(小姐) 7、Nice to meet you ,sir. 见到你真高兴,先生. Tithes(称呼) 8、Are you mrs,Best? 你是贝丝特夫人吗? 9、You must be professor Ford. 你一定是福特教授. 10、May I know your name,sir(madam)? 我可以知道你的名字吗?先生(小姐). 11、Here’s a letter for you ,Dr white. 怀特医生,这儿有你的一封信. 12、you’re wanted on the phone,Captain Smith. 史密斯船长,有你的电话. 13、Welcome to our hotel, miss Henry. 欢迎来到我们酒店,享利小姐. 14、May I be of service to you,mr Baker ? 我能为你服务吗?贝克先生? 15、Can I help you, Ms Blake? 我能帮你吗?布雷克小姐? 16、Would you take the seat ,young lady ? 请坐,小姐, Offering Help 主动提出帮助 17、May I help you ? 18、Can I help you? 我能帮你吗? 19、What can I do for you ? 我能为你作什么? 20、 May I take your ba for you?
前台接待日常英语
前台接待日常用语 Part 1 Greetings 第一部分问候 1. Welcome to haiyatt garden Hotel . I 'm ***, what should I call you, please? 欢迎光临海悦酒店。我是*** ，请问我该怎么称呼你呢？ 2. Good morning/afternoon/evening, Sir/Madame. What can I do for you? 先生/ 女士，你好！请问我能为您做点什么？ 3. My name is ***, is there anything else I can do for you, just let me know. 我叫*** ，如果需要我为您做些什么，请告诉我。 4.If you have any problems, please feel free to contact us . 如果你有任何需要，请随时联系我们。 Part 2 Helping to Check-in 第二部分帮助入住 1. Please have a seat for a while I ' ll help you with the check-in
procedure. 请在那边稍坐一会儿，我将会为您办理入住手续。 2. Would you please give me your passport and credit card ?, I ' ll return them to you right away after the check-in procedure. 请把您的护照和信用卡交给我。办完入住手续后，我会马上归还给您。 3. How many nights will you stay this time? 这次入住您会住多少天？ 4. Which room would you like, smoking room or non-smoking room? 您是要吸烟房间还是不吸烟房间？ 5. Excuse me, Sir/Madame. How would you like to pay the deposit, together or separately? 先生/ 女士，不好意思，打搅一下。请问您是要分开付押金还是一起付呢？ 6. Here is your room key and the breakfast coupon. Would you please sign here? 这是您的房卡和早餐券。请您在这里签个名好吗？ 7. Here are your passport and the credit card . You can go up to the room now
酒店前厅服务英语口语情景对话
Dialogue A Individual clients check in(散客入住) G=客人R:=接待员 R：Good afternoon. Madam.Welcome to Grand Park Kunming .May I help you? 下午好，欢迎光临昆明君乐酒店，请问有什么可以帮到您？ G：Yes, I’d like to check-in .please. 我要登记住宿。 R：Certainly, Madam. May I have you name, please? 好的，小姐。能告诉我您的姓名吗？ G：I’m Christine.Nolan 我叫克莉丝汀?诺兰 R：Do you have a reservation, Ms. Nolan? 诺兰小姐，请问您预定了房间吗？ G：Yes, form today. 是的，预定了。从今晚开始。 R：OK, Ms .Nolan, please show me your passport. 好的，诺兰小姐，麻烦您出示一下您的护照。 R：（双手接客人证件） R：（扫描客人证件后双手归还客人） R：Just a moment, please. I’ll check our reservation record. （After a while）Thank you for waiting. Ms. Nolan. Your reservation is for a business single room for one night, the room rate is ￥800 that including two breakfasts. Is that all right? 请稍等，我查一下预定记录。（过了一会）让你久等了，诺兰小姐，您预定了一个晚上的商务单间，房价￥800（房价用手指给客人不要说出报价）,含两份早餐是吗？ G：Yes. 是的 R：Print out the registration form? 打印住宿登记表。 （再次与客人确认姓名，来店离店日期，房号，房价和早餐数等信息并礼貌的让客人在登记单上签名） R：You stay here one day, the deposit is ￥1500,you want pay for credit card or cash? 您住一天，押金是￥1500，请问您是刷卡还是付现金呢？ G：By Credit Card. 刷卡。 R：OK, Ms. Nolan, please show me your credit card, I’ll brush ￥1500 of per-authorization（预授权）as your deposit. Do you have a password of your card? 好的，诺兰小姐请您出示一下您的信用卡，给您刷￥500的预授权做您的押金，请问您的卡有密码吗？（刷卡前先核实是否为有效的信用卡，有无客人签名） G：Yes. 有密码 R：OK, please input the password. 好的，请您输一下密码。 R：（刷卡后双手将卡还给客人，礼貌的让客人在POS单上签名并再次告知刷卡的金额）R：This is for you to brush a ￥1500 per-authorization, please sign in POS list to confirm.
酒店前台常用英语-参考模板
■服务台常用词汇 management 经营、管理market price 市价cashier's desk 兑换处coin 硬币accounting desk 帐务处check_out time 退房时间voucher 证件price list 价目表check, cheque 支票 sign (动)签字interest 利息form 表格reservation 预订reception desk 接待处tip 小费reservation desk 预订处luggage office 行李房…per thousand 千分之…spare (形)多余的postpone (动)延期cancel (动)取消traveller's cheque 旅行支票pay (动)付款fill (动)填写administration 管理、经营note 纸币registration desk 入宿登记处lobby 前厅luggage rack 行李架visit card 名片identification card 身份证rate of exchange 兑换率conversion rate 换算率charge (动)收费bill 帐单change money 换钱procedure 手续、程序information desk 问询处luggage label 行李标签overbooking 超额订房…per cent 百分之…reasonable (形)合理的cash (动)兑换keep (动)保留、保存bank draft 汇票accept (动)接受procedure fee 手续费fill in the form 填表 ■电讯服务 operator 电话员 house phone 内部电话 special line 专线 dial a number 拨号码 hold the line 别挂电话 can't put somebody through 接不通 ordinary telegram 普通电话receiver 听筒 city phone 城市电话 telephone number 电话号码 replace the phone 挂上电话 Line, please. 请接外线。 The line is busy(engaged) 占线。 send a telegram(cable) 发电报long distance 长途电话 telephone directory 电话簿 call somebody up 打电话给某人 can't hear somebody 听不见 can't get through 打不通
酒店前台英语口语
酒店前台英语口语 一．概述 在酒店里所使用的英语会话，基本上是属于商业英语，与日常生活会话中所使用的英语略有不同，较注重礼节。正式英语通常会让人误解为极艰深的英语，其实，只要套用一定格式的句子和单词，就可以了。例如： 非正式英语正式英语 What’s your name? May I have your name? 您贵姓？请问您贵姓大名？ Do you want some tea? Could you like some tea? 您要喝茶吗？请问您想喝茶吗？ Over here, please. Could you come this way please? 这边请。请您往这边走好吗？ * 不要说OK, Sure, Yeah等等，而要说Certainly, Sir. * Hey, uh-huh, Hang on 等等，也不适合在酒店中使用。 * 别说“I don’t know.”回答“不知道”是非常不礼貌的说法。 可以说“just a moment, please. I’ll check that for you.” （请稍候，我来帮您确认），然后请有能力处理的人前来协助。 * 对男性客人，尊称为Sir; 面对女性客人时尊称为Ms. 在招呼客人时，最好说“Excuse me, Sir(Ms)”, 不要直接称呼Mr.或Ms. 至于称呼小孩，可以直接使用Excuse me，但是不可以直接称呼boy或girl. * 正视对方的眼睛，以显示出你的信心和诚意。但必须注意，注视对方的眼睛，并不是无理地盯着对方看。* 在面对语言不通的外籍人士时，一定要多加利用手势和肢体语言。但是使用手势时要特别小心，因为对于不同国家、民族而言，手势的意义也大不相同。 二.基本待客英语 （一）在正式的英语表现里，疑问基本句型可分为下列四种： 1. May I ~ 2. Could you ~ 3. Would you ~ 4.Shall I ~? 只要理解这四种基本的句型，就可以处理大部分业务上的状况。 1．自己要做什么事时，就使用May I ~ May I have your name, please? 请问尊姓大名 May I have your check-out time, please? 请问您什么时候结帐离开？ May I see your passport, please? 请让我看一下您的护照好吗？ May I know your nationality, please? 请问您的国籍是什么？ 2．麻烦客人时，可使用Could you ~ Could you fill out the form, please? 请您填写这张表格好吗？ Could you write that down, please? 请您写下来好吗？
前台接待常用英语
前台： --Good morning/Good afternoon/Good evening; this is Highbird International, may I help you? 早晨好.需要帮忙吗? --Do you have an appointment? 您欲约了吗? --May I have your name? 请问您的姓名? --Welcome to XX. Please follow me. Sit down here,please. I'll see if she's available now. 欢迎光临XX。请跟我来.请坐,我去看一下她是否有空. --After you. 您先请. --Would you like drink tea or coffee? 您想喝点什么茶还是咖啡? --Would you give me your businese card? 我能看看您的名片吗? --May I tell him what you wish to see him about? 您找他什么事我能转告吗? --Mr.Li is expecting you. I'll tell him you're here. 李先生正在等您.我告诉他您来了. --I'm sorry. Mr.Li has a full schedule this week. 报歉.李先生本周的日程已排满. --Could you please write a note to him on the matter you wish to see him about? 您能否留下便条说明您有什么事要见他? --Could I get a new weekly schedule? 我可以索要一份新的本周课表吗？ --Sure. This is our new weekly schedule. Here you are. 当然。这是我们本周最新的课表。给您。 --It’s dinner time. I want to order a meal. Could you show me the menu please? 现在是就餐时间，我想点餐。 --Can I get some coins? 我可以兑换几枚硬币吗？ --Sure. How many do you need? 当然可以，你想兑换几枚？ --Three one-Yuan and one fifty cents coins. 3枚1元硬币和一枚5角的硬币。 今天有到访吗？有几个？Do we have visited clients today? How many? 谁/哪个部门预约的？Who made the appointment? Which department made the appointment? 有咨询电话吗？Are there any consulting phones? 都是通过什么渠道来的？How do they know our school? 怎么样，都能来吗？效果好吗？Will they come? How is the effect? 今天有什么事情吗？What shall we do today? What’s going on？What’s up? What’s happening? 还有什么事情吗？Anything else? 一会XX上去替你们，咱们开会。XX will cover you after a while, and we will have a meeting.
实战酒店前台英语 收银常用英语
酒店前台&收银常用英语前台reception或者front desk收银casher 大厅lobby机场airport 餐厅restaurant房务部housekeeping 超市supermarket工程部engineer department、 无线网络wifi密码password 收据receipt押金deposit xxtowel刮胡刀shaver 烟灰缸ashtray伞umbrella 快递express南航购票点southern China office 火车站trainstation地铁metro station 入住时： 1、先生/小姐，您好，请问有什么可以帮到您? hello，sir，may I help you？ 房价是多少 What is the room rate？ 现在的房价是300元每晚 Is 300 RMB per night 2、请问您有预定么？ Do you have a reservation？ 3、您需要单人房还是双人房？
Asingle room or double room？ 您的退房时间是？ when is your check out time 4、我能看一下您的护照么？ may I have your passport please 5、请签一下您的名字 Please sign your name here。 6、您的房卡 this is your room card 我们的早餐时间是七点半到九点半 our breakfast time is during seven thirty to nine thirty 7、您的房号是….. Your room number is…. 8、您需要提前预付300元人民币的押金 You should pay for a deposit of 300 RMB 9、押金我们会在您退房的时候退还给您 The deposit we will return to you when you check out 退房时： 1、可以把您的房卡给我们吗 May I have your room card please。 2、这是您的账单
酒店宾馆前台接待常用英语
hotelenglish part 1 greetings问候 2. good morning/afternoon/evening, sir/madam. what can i do for you? 先生/女士，你好！请问我能为您做点什么？ 3. my name is ..., is there anything else i can do for you, just let me know. 我叫...，如果需要我为您做些什么，请告诉我。 4.if you have any problems, please feel free to contact us . 如果你有任何需要，请随时联系我们。 5.have you make a reservation ?\have you booked the room?\are you the vip? 请问有预订吗？\请问你是会员吗？ 6.what kind of room would you like ? 请问您需要什么类型的房间。 7.sorry ,i don’t quite understand . 对不起，我不是很明白。 8.i’m afraid we’ve fully booked for that time . 抱歉，我们那个时段已给订满了。 9.it’s the hot /peak/busy season ,you know ? 这是酒店业的旺季。 10.excuse me ,how do spell it ,please ? 打扰一下，您能拼写一下您的名字吗？ 11.we can only keep your table /room till … 我们能保留您的房间直到... 12.let me show you to your room ,this way please . 让我带您到房间，这边请。 _______________________________________________________________________________ part 2 helping to check-in帮助入住 1.please have a seat for a while, i’ll help you with the check-in procedure. 请在那边稍坐一会儿，我将会为您办理入住手续。 2. would you please give me your passport or id card and credit card ?, i’ll help you to fill in the form. 请把您的护照和信用卡交给我，我帮您办理入住手续。 3. how many nights will you stay this time? 这次入住您会住多少天？ 4. which room would you like, we have these kinds of rooms...? 您是要哪种房间？ 5. excuse me, sir/madame. how would you like to pay the deposit, cash or credit card（together or separately）? 先生/女士，不好意思，打搅一下。请问您是要付现金还是刷卡（分开付押金还是一起付）呢？ 6.here is your room key and the breakfast coupon. would you please sign here? 这是您的房卡和早餐券。请您在这里签个名好吗？ 7. here are your passport and the credit card . you can go up to the room now i hope you enjoy your stay with us..
酒店前台接待英文培训
C/I Dialogue A A：Good morning, sir.Welcome to Dragonlake Princess Hotel.Can I help you? 早上好，先生，欢迎来到九龙湖公主酒店，请问有什么可以为您效劳？ B：Good morning ! I have a reservation for a single room with a balcony. 早上好，我订了一间有阳台的单人房。 A：May I have your name, sir, please? 请问先生用什么名字预订？ B：Bradley , John Bradley. Bradley , John Bradley. A：Just a moment , sir. Let me check the reservation for you. Yes, we have a reservation for a single room with a balcony, May I have you passport? 请稍等先生，让我为您查找。您好先生，已找到您的预订是一间有阳台的单人房，请问可以借您的护照吗？ B：Yes.Here you are. 当然。 A：Thank you.Mr Bradley .Please sign here and write down your address. 谢谢，MR Bradley，请在这填一下您的住址及签上您的签名。 B：Yes. 好的。 A：Mr Bradlry,how long would you like stay here? Mr Bradlry,请问您打算住多久？ B：Just one night. 只是一个晚上。 A：Thank you. How would you like to pay the deposit? In cash or credit card? 谢谢！请问押金是给现金或是刷卡呢? B：Credit card. 信用卡。 A：May I have your credit card .And I will take RMB 1500 for the deposit.It’s that ok? 可以借用您的卡吗？您好先生，请问可以从您的卡上刷RMB1500元作为住房押金吗？ B：Yes. A：Thank you your credit card. Sir.Please sign for the deposit. 谢谢先生的信用卡，请在卡纸上签名确认。 B：Yes. 好的。 A：Mr Bradley ,Your room number is 6302. It is on the 3rd floor at 6 BLOCK. The daily rate is RMB563 including one breakfast. The breakfast is in Mine cafe on 6th BLOCK. And the breakfast time is 07：00am to 10：00am, you just take the welcome card to have breakfast. This is your room key and I’ll call bell-boy take you to your room. Mr Bradley，您的房间在6号楼的3楼6302房，每天的房租是RMB563元包含一位
酒店前台常用英语句子
前台常用英语句子 1.What kind of the room would you like to book? A double or a single? 请问您需要什么类型的房间？单人房还是双人房？ 2.For which date would you like to book? 请问您要预订哪一天的？ 3.Hold the line please; let me check our room availabilities for those days. 请别挂线，我查询下那天是否有房间 4.Sorry to have kept your waiting. Yes, we have a vacancy for those days. 不好意思让您久等了，我们那天有空房 5.The room rate is RMB xx include breakfast and surcharge. 房价是ＸＸ包含早餐服务费。 6.The price is RMB xx. We can offer a special discount to you that is RMB xx. It was after x% off discount. 房价是ＸＸ，我们为您提供Ｘ％折扣，折后价是ＸＸＲＭＢ。 7.Let me repeat your reservation. You book one deluxe room for one night from 6/Jun-7/Jun for Mr. Lee. The price is RMB xx include breakfast and surcharge. 我重复一下您的预订，李先生您预订的是豪华房一晚，６月６日入住６月７日退房，房价是ＸＸ包括早餐服务费。 8.Your reservation has been confirmed. We are looking forward to serving you. Thank you! 您的预订已经确定了，我们期待为您服务，谢谢！ 9.Do you have a reservation? 请问您有预订吗？ 10.Please wait some minutes, Let me find your details from the computer. 请您稍等，我在电脑上查询下您的详细资料。 11.Yes, sir. I found your reservation. A deluxe room for one night as RMB x/per night. 是的，先生，您预订的是豪华房住一晚，房价是ＸＸＲＭＢ。 12.Would you prefer smoking or non-smoking room? 请问您需要吸烟楼层还是无烟层呢？ 13.Please fill in the registration form and sign your signature. 请在表格上填写您的资料并签名。 14.Would you like to pay by credit card or cash for the deposit? / How would you like
酒店前台英语口语30句
前台英语口语30句 Wish you a most pleasant stay in our hotel . 愿您在我们宾馆过得愉快How was your stay in our hotel? 请问在我们酒店住的好吗？ Is there anything I can do for you ? 有什么我能为您效劳的？ How would you like to settle your account? 请问您用什么方式结帐？ Would you mind give me your business card? 请问能给我一张您的名片吗？ The room service is 24 hours in our hotel. 客房送餐服务是24小时的Would you like to leave a message? 您要留口信吗？ It’s on the second(third) floor.在二(三) 楼 Congratulations! 祝贺您！ Thank you for staying in our hotel. 感谢您在我们饭店下榻 I’m sorry . It’s my fault .对不起，那是我的过错 Excuse me. Where is the washroom（restroom, elevator）对不起，请问盥洗室(电梯) 在哪儿？ It’s in the lobby near the main entrance. 在大堂靠近门口的地方 Please don’t leave anything behind.请别遗忘您的东西Wish you a pleasant journey! Good luck! 祝您旅途愉快！ I’m afraid our hotel is fully booked on that date.对不起，我们饭店那一天的客房全部订满了 May I reconfirm your departure date? 我可以再次确认您的离店日期吗？ I’m sorry, madam. We don’t have any vacancy at the moment.对不起，小姐，我们现在没有空房间 Just a moment, please, sir. I’ll put you through.请稍等一下，先生。我马上为您接通 Sorry , I’ve dialed the wrong number.对不起，我拨错号了 Sorry. He is not in at the moment . 对不起，他现在不在 How was your stay in our hotel? 请问在我们酒店住的好吗？ For outside calls, please press 9 first and when you hear the dialing tone, press the number you want. 打外线请先按9，听到声响后再按您所要的号码 The rate of your room will be paid by your company while the others should be at your expense..
酒店前台接待常用英语
基本待客英语 （一）在正式的英语表现里，疑问基本句型可分为下列四种： 1. May I ~ 2. Could you ~ 3. Would you ? 4.Shall I ?？ 只要理解这四种基本的句型，就可以处理大部分业务上的状况。 1. 自己要做什么事时，就使用May I? May I have your n ame, please? 请问尊姓大名 May I have your check-out time, please? 请问您什么时候结帐离开？ May I see your passport, please? 请让我看一下您的护照好吗？ May I know your n ati on ality, please? 请问您的国籍是什么？ 2. 麻烦客人时，可使用Could you?
Could you fill out the form, please?
请您填写这张表格好吗？ Could you write that dow n, please? 请您写下来好吗？ Could you draft the fax, please? 请您写下传真的草稿好吗？ Could you hold the line, please? 请不要挂电话好吗？ 3. 询问客人的喜好或是做什么时，可使用Would you ~ Would you like tea or coffee? 请问您要喝茶还是咖啡？ Would you like to take a taxi? 请问您要搭计程车吗？ Would you mind sitt ing here? 请问您介意坐在这里吗？ **只要在疑问词后加“Would you?”，就可以提岀大部分的询问 Whe n would you like to visit Fosha n? 请问您想要何时参观佛山？ Whe n would you like to have lun ch?
酒店前台接待常用英语图文稿
酒店前台接待常用英语集团文件版本号：（M928-T898-M248-WU2669-I2896-DQ586-M1988）
基本待客英语（一）在正式的英语表现里，疑问基本句型可分为下列四种： 1. May I ~ 2. Could you ~ 3. Would you ~ 4.Shall I ~? 只要理解这四种基本的句型，就可以处理大部分业务上的状况。 1．自己要做什么事时，就使用May I ~ May I have your name, please?请问尊姓大名 May I have your check-out time, please 请问您什么时候结帐离开 May I see your passport, please 请让我看一下您的护照好吗 May I know your nationality, please 请问您的国籍是什么 2．麻烦客人时，可使用Could you ~ Could you fill out the form, please
请您填写这张表格好吗 Could you write that down, please 请您写下来好吗 Could you draft the fax, please 请您写下传真的草稿好吗 Could you hold the line, please 请不要挂电话好吗 3．询问客人的喜好或是做什么时，可使用Would you ~ Would you like tea or coffee 请问您要喝茶还是咖啡 Would you like to take a taxi 请问您要搭计程车吗 Would you mind sitting here 请问您介意坐在这里吗
常用酒店英语词汇大全如下
常用酒店英语词汇大全如下： Restaurant 酒店里面的称为餐厅，酒店外的可以叫饭馆或者餐馆都可以B&B 家庭式酒店 Boutique hotel 精品酒店 Resort 度假村 King-size 特大号床 Queen-size 大号床 Twin beds 双床房 Single bed 单床房 Double room 双人间 Single room 单人间 Suite 套房 Studio suite 公寓套房 Adjoining room 相邻房 Connecting room 连通房 Executive Floor 行政楼层 Bellboy 行李员 Concierge 礼宾 Receptionist 前台接待 Reception/Front desk 前台 Coach 旅游大巴 Reservation 预订(不是预定) Doorman 门房门童 Housekeeping staff 客房清洁人员
Room service 客房服务，有时特指客房送餐服务 Ground 花园 Tip 小费 Service charge 服务费 Turn down 开夜床服务(指的是傍晚的时候再次整理房间，使客人晚上睡的舒服) Executive room 商务房 Shuttle bus 班车 Do Not Disturb Sign /DND sign请勿打扰牌 Please Make Up sign /PMU sign 请收拾房间牌 check-out 退房 check-in 登记入住 lobby 大堂 Owner response: 业主回复 Porter门房 Hotel Concierge酒店礼宾部 Procurement Manager; Purchasing Manager采购部经理 Food & Beverage Manager; Catering Manager餐饮部经理 Table Hostess餐桌女服务员 Kitchen Hand; Kitchen Help; Kitchen Worker厨工 Cook; Chef厨师 Head Chef厨师长 Cook炊事员
酒店前台接待常用英语
酒店前台接待常用英语The final revision was on November 23, 2020
基本待客英语 （一）在正式的英语表现里，疑问基本句型可分为下列四种： 1. May I ~ 2. Could you ~ 3. Would you ~ I ~ 只要理解这四种基本的句型，就可以处理大部分业务上的状况。1．自己要做什么事时，就使用May I ~ May I have your name, please 请问尊姓大名 May I have your check-out time, please 请问您什么时候结帐离开 May I see your passport, please 请让我看一下您的护照好吗 May I know your nationality, please 请问您的国籍是什么 2．麻烦客人时，可使用Could you ~ Could you fill out the form, please 请您填写这张表格好吗 Could you write that down, please 请您写下来好吗
Could you draft the fax, please 请您写下传真的草稿好吗 Could you hold the line, please 请不要挂电话好吗 3．询问客人的喜好或是做什么时，可使用Would you ~ Would you like tea or coffee 请问您要喝茶还是咖啡 Would you like to take a taxi 请问您要搭计程车吗 Would you mind sitting here 请问您介意坐在这里吗 ** 只要在疑问词后加“Would you ~”，就可以提出大部分的询问。When would you like to visit Foshan 请问您想要何时参观佛山 When would you like to have lunch 请问您想在哪里用餐 What time would you like to eat 请问您想何时用餐
前台常用英语100句
酒店总机常用英语及技巧 一、接听外线电话： 2)电话铃响三声接起，中英文清晰报出酒店名称： 早上好，龙轩大酒店。请问有什么可以帮到您！ Good morning, LonSun hotel. How may I assist you ! 2) 转接时，对来电方： 请稍等！Hold on, please ! 3) 电话占线时： 对不起，电话占线，请您稍后再拨。 Sorry, the line is busy , please call back later ! 4) 转入电话无人接时： 电话没人接，您是否需要留宿？ There’s no answer. Would you like to leave a message ? 5) 转入客房电话： A 请问您找哪位？Who would you like to speak to ? B 对不起，没有这个姓名的客人。 Sorry, there’s no guest with that name. C 您能告诉我他是住客还是访客？ Excuse me for asking but is he a visitor or a botel guest? 6) 内容没听清或不确定时： A 请您再说一遍好吗? Would you like to repeat the number ? B 请您大声一点好吗? Could you speak a little louder , please ?
C 请说慢一点！Could you speak slowly , please ? 7) 对方拨错号码： 恐怕您拨错了号码，这里是龙轩酒店总机 I’m afraid you dial the wrong number, here is LonSun hotel operator. 8) 外线来电详细问询时； 我将帮您把电话转到问询处； I’ll put you through to the information desk. 9) 来电方需要留言； A 请告诉我您的留言内容； Could you please give me the message , sir /madam? B 请放心，我一定将您的意思转达给X先生/小姐。 谢谢您的来电，再见！ Thank you for calling , I’ll relay the message to X Mr.Mrs, 二、酒店住客的叫醒受理； 10）能告诉我您的姓名和房号吗？ May I have your name and your room number ,please ? 11) 您需要什么时间的叫醒？ Could you tell me what time would you like to get up ? 12) 我重复一遍您的房号和叫醒时间，好吗？ May I repeat your room number and the time , sir/madam？ 13）早上好（中午、晚上好），先生/女士，这是你的叫醒电话，祝您过得愉快！